Customer Focused Management

Start Date: 1 Dec 2019
End Date: 5 Dec 2019
Duration: 5
Country: Istanboul / Turkey
Category: Public Relations and Customer Service


A customer-focused organisation is grounded in the belief that long-term success depends on a commitment to customer satisfaction throughout the entire organisation. This programme focuses on what it takes to build the culture, the processes and the relationships that will lead to long-term growth and financial sustainability.

Leaders are role models in planning, communication, coaching and employee recognition. Their efforts result in increased employee loyalty, greater innovation and improved customer satisfaction. The course covers customer service management responsibilities, from the most fundamental tasks of hiring, training, coaching and teambuilding to quality assurance and leadership skills. This challenging and highly participative programme will focus on creating and managing effective teams, dealing with difficult customers, understanding behavioural styles and proven leadership strategies.

         Analyze and implement the best practices of top performing customer service providers

         Utilize best practices for measuring and monitoring customer satisfaction

         Streamline call centre operations for optimal service levels

         Successfully utilize interpersonal skills to supervise and motivate employees

         Empower, motivate and retain frontline personnel



         Describe the importance of the leader as a role model for customer service excellence

         Establish the importance of setting and reviewing customer service standards

         Describe techniques to motivate teams and individuals for peak performance

         Develop effective communication strategies to promote teambuilding

         Evaluate surveys to accurately monitor customer satisfaction

         Design a realistic and challenging customer service employee training programme


Training Methodology

This dynamic, 5-day seminar is highly interactive and encourages delegate participation through a combination of group discussion, role-play exercises, videos, case studies and breakout sessions. This seminar will include benchmarking best practices to model world-class customer service excellence. The comprehensive course manual has been designed to be practical, easy to use and facilitate learning. Delegates will walk away from this seminar with the skills, confidence and motivation they need to develop a world-class, customer-centric organisation.


Organisational Impact

         A more productive and streamlined customer service operation

         Focused and motivated customer service leadership

         Increased customer retention and revenue growth

         Reduced personnel turnover and increased teamwork

         Improved intra/inter departmental communication

         Increased communication abilities and interpersonal skills


Personal Impact

         Improved management performance by learning techniques to empower, motivate and retain customer service personnel

         Enhanced leadership and communication skills required for career advancement

         Increased confidence in their abilities to work professionally with difficult or upset customers

         The insight to adjust their own temperament style to become more versatile, adaptable and highly successful

         Up to date techniques and methods to help them provide world-class service

         Improved time management skills and increased productivity


Who Should Attend?

         Department managers

         Team supervisors

         Frontline customer service representatives (CSR)

         Account managers

         Field service representatives





Creating a Customer-Focused Organisation

         Vision and mission of a customer focused organisation

         Case study: Benchmarking world-class customer service companies

         The roles and responsibilities of a customer-focused manager

         Breakout session: Are you a leader or manager?

         The importance of presenting a professional business image

         Breakout session: Customer service from the heart

         Case study: Best practices - Xerox Five Pillars of Customer-focused Strategy

         Mastering nonverbal communication



Enhancing Leadership and Interpersonal Communication Skills

         Supervising the four personality styles

         Practical exercise: Determining your management style

         Overcoming communication barriers in the workplace

         Practical exercise: Listening Awareness Inventory

         Practical exercise: The most admired character traits of leaders

         The supervisors role in conflict resolution and service recovery

         Facilitation Skills: Managing group dynamics

         How to Give and receive constructive feedback



Setting Customer Service Policies and Performance Standards

         Dr. Demings Fourteen Points of Total Quality Management

         Traditional manager versus TQM manager

         Setting SMART objectives to improve customer satisfaction

         Breakout session: Developing a call centre checklist

         Best practices: Methods of measuring and monitoring customer satisfaction

         Empowering frontline employees to better serve their customers

         Breakout session: Developing a customer service complaint checklist

         Role-play exercise: Working with difficult or demanding customers



Building High-Performance Teams and Motivating Individuals

         The building blocks of a high-performance team

         Your customer service is only as good as your worst employee

         Team building exercise: The paper tower

         The power of mutual support and cooperation

         Building teamwork with support and recognition

         Coaching and mentoring techniques

         The impact of stress on individual and team performance

         The benefits of teamwork and mutual cooperation



Leading the Way to Superior Customer Service

         Recruiting, interviewing and hiring quality personnel

         Developing and implementing effective training

         The importance of attitude and teamwork

         Professional development and continuous improvement

         Setting performance goals and expectations

         Employee recognition and performance review

         Empowering, motivating and retaining frontline personnel

         End of course review and delegate feedback

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